Irving, TX. February 12, 2018. Ellis Partners in Management Solutions is proud to announce the winners of the 2017 Ellis Customer Experience Best in Class Award for Resident Surveys. Since beginning this Award four years ago in 2014, Ellis has surveyed the residents of almost 800,000 apartment homes. This Award is presented to the top 10% of communities based on results of resident surveys conducted across five touch points – lead conversion, move-in, maintenance, pre-renewal, and move-out, for companies that participated on an annual basis.

Ellis Resident Surveys are loyalty-focused, as opposed to many other survey providers who measure customer satisfaction scores. Ellis’ philosophy, based on Net Promoter theory, is that customer loyalty is the ultimate measure of customer relationship success and loyalty is built through the customer experience onsite teams consistently provide. Loyal, rather than merely satisfied, customers will pay more, stay longer, and refer friends and family.

Ellis congratulates the 99 properties below for earning the 2017 Ellis Customer Experience Best in Class Award for Resident Surveys based on their outstanding Customer Experience performance. These properties not only achieved an average loyalty score of 90% but they responded to 95% of the resident surveys received, compared to 83% response rates in 2016 and 78% in 2015. These properties also responded to residents within an average of 3.75 days, more than 2.5 days faster than other properties. By responding to the resident more frequently and faster, Best In Class properties found themselves building trust and relationships with their residents resulting in a 16% higher likelihood to renew than their peers.

Ellis also recognizes the following companies whose properties earned this prestigious award for 2017:

To be eligible to compete for the 2017 Ellis Customer Experience Best in Class Award for Resident Surveys, the property must have been on the Ellis Resident Surveys Program for the last 9 months and have 20 or more completed surveys.